Can anyone clarify the expected rate limit behavior for the Predictive Routing Campaign API (v2) when initiating large-scale outbound bursts?
We are currently managing an outbound campaign configured with a Predictive Dialing strategy. The environment is Genesys Cloud v24.3.1, utilizing a BYOC SIP trunk (SIP-PROD-04). The goal is to ramp up the agent utilization to 85% within a 10-minute window.
The issue manifests when the Architect flow attempts to update the campaign status from paused to active via a REST API call triggered by a ServiceNow incident resolution webhook. The initial POST to /api/v2/outbound/campaigns/{campaignId} succeeds with a 200 OK. However, immediately following the status change, the system generates a burst of calls.
Error: 429 Too Many Requests - Rate limit exceeded for outbound prediction engine
The logs show that the Genesys Cloud outbound engine is rejecting call attempts from the predictive dialer, citing a rate limit violation. This is confusing because the campaign’s configured max call rate is set to 500 calls per minute, and the current ramp-up should only be hitting approximately 120 CPM based on the available agent count (45 agents).
We have verified the following:
- The BYOC trunk health is green with 98% registration uptime.
- The ServiceNow webhook payload correctly includes the campaign ID and desired status.
- No other campaigns are active on the same trunk.
Is there a hidden global rate limit for predictive routing API calls that differs from the campaign-level configuration? Or is the prediction engine calculating the burst size incorrectly based on the prediction_rate parameter in the campaign body?
The payload sent is:
{
"status": "active",
"prediction_rate": 0.85,
"max_call_rate": 500
}
We need to understand if this is a platform throttling issue or a configuration mismatch in the Architect flow triggering the API. Any insights into the specific headers or retry logic required for high-frequency predictive updates would be appreciated.